Service Delivery Manager – SDM

FCamara Consulting & Training

. Own the service’s contractual governance and serve as the single point of contact for customer relations .

Posted 11/4/2026full-timeSão Paulo • BrazilSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in managed IT service delivery management, focusing on service-level agreements, compliance, and performance metrics. Proven ability to lead executive meetings and manage stakeholder relationships effectively in regulated industries.

Highest-signal resume keywords

Managed IT Service Delivery ManagementService-Level Agreement ManagementITIL Foundation CertificationServiceNow ExperienceMetrics-Driven Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service-Level Agreement ManagementVariance AnalysisContinuous Improvement ProgramsRisk ManagementCapacity ManagementProblem ManagementContract Transition PhasesMetrics ExtractionAction Plan TrackingAutomation Planning

Soft Skills

Stakeholder ManagementLeadershipCommunicationPresentation SkillsCollaboration

Tools & Technologies

ServiceNowPolicy Management Platform

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

BankingRegulated IndustryService CreditsComposite Service-Level Indices24x5 Coverage24x7 Coverage

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Own the service’s contractual governance and serve as the single point of contact for customer relations
Lead weekly operational meetings, monthly management meetings, and quarterly executive committees
Present service performance metrics and manage compliance with service-level agreements
Lead risk management, capacity management, and recurring problem management for the operation
Track action plans agreed with the customer through to completion
Prepare and present the monthly executive report
Present the automation plan, backlog reduction plan, and opportunities for rule cleanup, platform optimization, and environment rationalization on a quarterly basis
Coordinate the participation of the policy management platform vendor in quarterly executive committees

Requirements

What you’ll need

10+ years of professional experience, with a proven track record in managed IT or security service delivery management
Current ITIL Foundation certification
Demonstrated experience managing service-level agreements and managed service metrics, including variance analysis and leading remediation plans
Experience leading executive committees and management meetings with senior-level stakeholders
Hands-on experience with ServiceNow for demand management and operational metrics extraction
Availability to work full-time during business hours, Monday through Friday
Experience in banking or another regulated industry
Experience with contracts involving service credits and composite service-level indices
Metrics-driven operations experience and a track record of leading formal continuous improvement programs
Experience with contracts involving teams distributed across shifts and 24x5 or 24x7 coverage
Experience with contract transition phases involving shadow operations, reverse shadowing, and formal acceptance criteria

Benefits

Comp & perks

Hybrid work model, with 3 days per week on-site
Business hours, 8:00 a.m. to 5:00 p.m., Monday through Friday
Position also open to people with disabilities